Customer Experience Manager

The Home Depot - Longview, TX

Full-time

Longview, TX

Building Material and Garden Equipment and Supplies Dealers

About the position

The Customer Experience Manager (CXM) is a key member of the store leadership team at Home Depot, responsible for overseeing the execution of store standards, enhancing customer service, and ensuring operational processes are followed. The CXM plays a crucial role in coaching associates, managing customer service escalations, and performing Manager on Duty (MOD) responsibilities. This position requires effective communication of priorities, ensuring daily tasks are completed, and maintaining a safe and efficient store environment.

Responsibilities

• Drive customer service and associate engagement; coach associates on proper customer service techniques.
• Lead GET culture and set the example, observe customer interactions, recognize wins and coach on ways to improve.
• Ensure customer concerns are solved effectively and take necessary actions to resolve situations promptly.
• Provide in-the-moment coaching based on observations and behavior.
• Partner with ASMs regarding formal performance conversations and discipline.
• Recognize associates for demonstrating expectations and use recognition tools to highlight values-based behaviors.
• Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times.
• Lead store kickoff meetings and walk each department to ensure store readiness.

Requirements

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Completion of a high school diploma and/or GED.